CUSTOMER ENQUIRIES
Answer approved questions about services, prices, locations, hours, availability and common customer requests.
SERVICE 01 INBOUND CUSTOMER CARE
Give every incoming enquiry a clear next step.
Be there when customers need you.
HEAR.ON can handle incoming calls and enquiries using approved information, defined authority and a clear route for requests that require the client team.
What It Covers
Inbound support starts with clear information and clear boundaries.
Inbound service is more than answering the phone. The operation needs approved information, clear authority, consistent handling and a defined route for anything the agent cannot resolve directly.
CUSTOMER DETAILS AND ROUTING
Capture the required information, identify the request and route it to the correct workflow or owner.
BOOKING SUPPORT
Support permitted booking, rescheduling, cancellation and confirmation actions.
COMPLAINT CAPTURE
Record the issue, provide approved information and initiate the agreed escalation path.
Inbound Flow
Receive. Understand. Resolve or route. Record.
01 RECEIVE
Answer during the agreed service window and identify the customer or request.
02 UNDERSTAND
Capture the context, intent and information required by the workflow.
03 RESOLVE OR ROUTE
Provide the approved answer, complete the permitted action or escalate correctly.
04 RECORD
Log the outcome and keep unresolved next steps visible.
Once the inbound workflow is clear, the next decision is how the operation should be resourced and managed.
Find the right operating model →IN PRACTICE
What inbound looks like in real operations.
A new enquiry
A customer wants to understand a service, price, branch or availability. HEAR.ON answers from approved information and captures the next action.
A booking or service change
The customer needs to book, reschedule, cancel or update a request. The agent completes the permitted action or routes it through the agreed workflow.
A complaint or exception
The issue sits outside normal agent authority. HEAR.ON records it properly, follows the escalation path and keeps the customer informed within the approved process.
Operating Boundaries
Defined before service begins.
The client and HEAR.ON agree what information can be provided, which actions are permitted, what must be escalated, how customer records are handled and which outcomes appear in reporting.
Approved knowledge and response guidanceAgent authority and access permissionsEscalation paths and client ownersService windows and response expectationsInteraction categories and outcome recordsReporting requirements
HEAR.ON
Discuss Inbound Support →Define the incoming work and the right operating model.
Tell us what customers ask, which actions should be completed and where your team needs to remain involved.